US airlines blocking middle seats cite their growing NPS scores
Some US airlines are touting an increase in their net promoter scores (NPS), even as the COVID-19 pandemic has stalled demand and created even more uncertainty over the timing of a recovery.
NPS is essentially a measure of customer satisfaction that emerged in the early 2000s and is based on customers' responses to queries about the likelihood of a customer recommending a company to a friend or relative. Generally, an NPS of 50 or higher is viewed as a favourable result.
Perhaps unsurprisingly, the operators whose NPS scores have risen have opted to continue blocking the middle seat onboard their aircraft. In fact, Southwest has said that it set a quarterly record for its score during 2Q2020.
Additionally, a number of airlines with improving scores are also working to get their cash burn to break-even by the end of 2020, which remains an impressive goal, given unpredictable demand patterns and the onset of the typically weaker travel season. With those market dynamics, it also remains unpredictable whether positive customer sentiment could help those operators to reach their cash burn levels at an accelerated pace.
Become a CAPA Member to access Analysis Reports
Our Analysis Reports are only available to CAPA Members. CAPA Membership provides exclusive access to in-depth insights on the latest developments in the aviation and travel industry, developed by our team of dedicated analysts located in Europe, North America, Asia and Australia.
Each report offers a fresh perspective on the latest industry trends and is available online or via the CAPA mobile app, with customisable alerts to help you stay informed and identify new business opportunities.
CAPA Membership also provides access to our full suite of tools, including a tailored selection of more than 1,000 News Briefs every week and comprehensive data and analysis on thousands of companies around the world.